Percent of Tickets with SLA Violation

This article describes a custom report you can create to show your team with the percentage of tickets where the SLA has been breached/violated.

  • This report is useful for members of leadership to determine what types of tickets are violating their SLA and either address training gaps or determine if the SLA is too short.
 For steps on how to create a report, go to our Using Custom Reports article.
Here are some example configurations you could use for this type of report.
Component Configuration
Report Type

Ticket Report
Title

SLA Breach (Percentage)
Description A description is optional, but can be help make it clear to your team members what the report shows.
Columns
  • SLA Violated
    • SLA Violated aggregates both Respond by and Resolve by SLAs.
    • You can substitute "SLA Respond By Violated" or "SLA Resolve By Violated" for "SLA Violated" to get more specific data.
  • Ticket Count
  • As you begin to build out more complex reports, consider adding columns such as:
    • Prim Resp
    • Resp Group
Filtering
  • Created with a value of year to date.
  • Filtering based on Status may also be helpful.
    • For example, you can exclude Cancelled tickets.
Charts
  • Chart Type: Pie
  • Name: SLA Violated (or SLA Resolve By Violated, SLA Respond By Violated)
  • Value: Ticket Count
Print Article